Customer Success Manager

The role

You will own the success of a regional portfolio of mid-market and enterprise customers. You will drive product adoption and retention by acting as the main point of contact from onboarding through renewal.

What you will do

• Manage a portfolio of mid-market and enterprise customers within your region
• Build and maintain customer success plans tied to each customer's goals
• Partner with Onboarding to ensure a smooth handoff and fast time to value
• Drive product adoption through regular check-ins, success reviews, and enablement
• Build relationships with day-to-day users, key technical stakeholders, and senior stakeholders
• Monitor customer health signals and act early on churn risk
• Partner with the Renewals team to support on-time renewals
• Identify usage and product expansion opportunities and bring them to Sales
• Work with Support and Engineering to resolve escalations
• Share customer feedback with Product to shape the roadmap

Required qualifications

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role
• Track record of driving adoption and retention in a SaaS or subscription business
• Experience working with technical customers and stakeholders
• Ability to explain technical capabilities in terms of business value
• Comfort supporting renewal and expansion conversations alongside Renewals and Sales
• Organized and proactive, able to manage many accounts at once
• Clear written and verbal communication skills
• Experience working cross-functionally in a growing organization

Nice to have

• Background in infrastructure, networking, DevOps, or automation
• Experience in a high-growth or scaling SaaS company
• Experience with open-source software or developer-focused platforms
• Familiarity with CS platforms and CRM tools

About the company

NetBox Labs helps companies build and manage complex networks by delivering open, composable products. They are the commercial steward of open source NetBox and Orb.